Covered Care Provider Support
About The Position
The Provider Support Team plays a critical role in providing exceptional support to our customers and providers by managing complex inquiries and issues that require advanced resolution. As part of this team, you will collaborate closely with various departments and providers to ensure that our customers receive timely and accurate responses, enabling them to have a seamless experience with our service. The ideal candidate will possess strong problem-solving skills, a proactive approach, and a deep commitment to customer satisfaction.
Requirements
- Experience in customer service, technical support, or a related field, with a focus on escalation management or issue resolution.
- Strong analytical and critical thinking skills to troubleshoot and resolve customer issues effectively.
- Excellent verbal and written communication skills
- Ability to remain calm and composed under pressure, particularly when dealing with escalated customer situations.
- Strong interpersonal skills and ability to work collaboratively within a team and across departments.
- Familiarity with ticketing systems and customer support practices.
- A results-oriented and proactive mindset with a passion for helping customers succeed.
Responsibilities
- Serve as a point of contact for applicants that require assistance with the application process
- Serve as a point of contact for merchant’s technical inquiries, provide resolutions and troubleshoot if necessary.
- Serve as a point of escalation for customer inquiries and issues, ensuring that they are addressed promptly and efficiently.
- Investigate and diagnose customer issues by collaborating with external teams, including providers and aggregators
- Document and track all escalated cases in a shared tracker, maintaining accurate records of interactions and resolutions.
- Analyze trends in customer issues to identify opportunities for process improvements and proactively mitigate future escalations.
- Conduct follow-up communications with customers after issues have been addressed to ensure satisfaction and provide additional assistance if needed.
- Create and maintain knowledge base articles related to common escalated issues and resolutions to enhance team efficiency and customer experience.
Benefits
- Medical, Dental, and Vision benefits
- Life Insurance, Flexible Spending Account
- 401K matching
- Employee Stock Ownership Program in a $2.6 Billion Company, plus company matching
- Wellness Program, Daily Team Exercises, Fresh Fruit for all employees
- Metro Tap Card and Metro-link Reimbursement
- Westlake University, Certification Programs
- Career Path Opportunities
- Discounts on Parks, Museums, Movie Tickets, and Attractions
- Wireless, Computer, and Satellite Discounts
- Onsite DMV
- Employee Loan Assistance
- Westlake Bike Share (Free Bikes onsite)
- Onsite Yoga, Treadmill Desks, Gym Membership Discounts
- Annual Flu Shots, Biometric Screenings
- Paid Vacations Days
- Paid Sick days
- Paid holidays
- HGym
- Rental Car Discounts, Dell Member Purchase Program
- UKG Wallet
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
